Feedback Policy
1. Purpose of This Policy
The Institute for Social Value (ISV) is committed to delivering high-quality events, training, products and membership services. This Feedback Policy explains how members and the general public can share their experiences with us – positive or negative – and how ISV will respond.
Our aim is to ensure that all feedback is welcomed, listened to and used constructively to improve our work.
2. What This Policy Covers
Members and the public may provide feedback about:
- Events (e.g., conferences, workshops, webinars)
- Training and learning programmes
- Products and resources (digital or physical)
- Membership experience (onboarding, renewals, communication, support)
- Interactions with ISV staff or representatives
- General experiences and suggestions for improvement
This policy applies to all ISV activities, whether delivered in-person or online.
3. Principles of Our Feedback Approach
ISV is committed to ensuring:
- Accessibility – Anyone can submit feedback easily and through multiple routes.
- Respect – All feedback will be treated fairly, confidentially, and without prejudice.
- Responsiveness – ISV will acknowledge and respond to feedback in a timely manner.
- Improvement-focused – We use feedback to learn and enhance our services.
4. How to Provide Feedback
Members and the general public can contact ISV using any of the following channels:
4.1. Email
For all general feedback:
4.2. Online Feedback Form
A simple form will be available on the ISV website where users can submit comments anonymously or with contact details.
4.3. In-person
Feedback may be given directly to staff or trainers during events or training sessions. Staff will ensure this is recorded and shared with the appropriate ISV team members.
4.4. Postal Mail
Written feedback can be sent to:
Institute for Social Value
167-169 Great Portland Street, 5th Floor
London
W1W 5PF5.
What Happens After You Provide Feedback
ISV will:
- Acknowledge receipt within 5 working days.
- Direct the feedback to the appropriate team (Events, Training, Membership, Operations, etc.).
- Assess the issue and contact the individual for further information where necessary.
- Provide a response or outcome within 20 working days (or explain if more time is needed).
- Record the feedback for quality improvement purposes.
6. Feedback About Membership Experience
Members may provide feedback specifically about their membership, including:
- Joining and renewals
- Member support
- Communication and newsletters
- Access to member benefits
- Interactions with the Membership Team
- Concerns about fairness, quality, or member treatment
Such feedback can be submitted through all the channels above, but the primary contact is:
7. Escalation Procedure
ISV recognises that sometimes individuals may want to escalate their feedback if they believe it has not been handled appropriately.
Stage 1 – Initial Feedback
Submit feedback, citing the relevant ISV department (Events, Training, Membership, etc.)[CD1] [ED2].
A response should be received within 20 working days.
Stage 2 – Escalation to Senior Management
If the individual is dissatisfied with the Stage 1 response, they may escalate to:
Eimear.davis@socialvalueuk.org
Member Success Director, Institute for Social Value
ISV will acknowledge within 5 working days and provide a full response within 20 working days.
Stage 3 – Escalation to the ISV Board
If the concern remains unresolved, the individual may request a review by the ISV Board (or a designated independent Board representative).
The Board will:
- Confirm receipt within 10 working days, and
- Issue a final written decision within 30 working days.
This is the highest level of escalation within ISV.
8. Feedback relating to individual staff members of ISV
If would like to share feedback on staff members of ISV which you feel cannot be shared with the individual, the procedure is as follows:
- Feedback on staff executives – contact a Director
- Feedback on a Director – contact the CEO
- Feedback on the CEO – contact one of the Chairs of the Board of Directors
- Feedback on a member of the Board of Directors – contact one of the Co-Chairs of the Board
- Feedback on a Co-Chair – contact the other Co-Chair or the CEO
9. Confidentiality and Data Protection
All feedback is processed in line with ISV’s Data Protection Policy and GDPR requirements. Personal information is kept confidential and only shared with staff involved in reviewing and responding to the feedback.
10. Anonymous Feedback
Anonymous feedback is accepted; however, ISV may be unable to provide a direct response or pursue the matter fully if insufficient detail is provided.
11. Continuous Improvement
ISV regularly analyses feedback trends to:
- Improve service quality
- Enhance member experience
- Design better events and training
- Strengthen internal processes
An annual summary of feedback themes may be shared with members to demonstrate transparency and accountability.
